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Shipping on GlassPass

How Does Shipping Work? 

  • Sellers create shipping labels and package their items in accordance with our shipping guide.
  • Buyers can track their orders within the app.
  • Insurance and Signature options are required for added protection.

Shipping Guide for Sellers

At-Home Label Creation:

  • Sellers can create shipping labels at home using services like Pirate Ship or Shippo.
  • Prepaid Labels in-App: We are working on providing prepaid labels directly within the app. Stay tuned for updates.

Insurance + Signature

  • Always add insurance and require a signature for delivery. This helps protect both the seller and the buyer in case of lost or damaged items.

How Do I Pack My Item Properly? 

Proper packaging is crucial to ensure your glass arrives safely. Reference our shipping guide for more information.

  • Suggested Boxes: Use sturdy boxes that are slightly larger than the item to accommodate padding.
  • Packaging Materials: Use bubble wrap, packing peanuts, and double-boxing for extra protection.
  • Methods: Wrap each item individually, fill any gaps with packing materials, and seal the box securely. Make sure there is no movement of the item within the box. 

What Carriers Are Supported? 

GlassPass supports the following carriers:

  • USPS
  • FedEx
  • UPS

How to Film a Valid Packaging Video

Recording a valid packaging video protects you in the event of a dispute. Here’s how to do it: 

  1. Start with a Clean Workspace:
    • Ensure your work area is clean and well-lit.
  1. Show All Packing Materials:
    • Display the box, bubble wrap, packing peanuts, and other materials.
  1. Wrap and Pack the Item:
    • Show yourself wrapping the item securely and placing it in the box with sufficient padding.
  1. Seal the Box:
    • Film yourself sealing the box and adding the shipping label.

Packaging Video Guidelines:

  • The video must be continuous and unedited. 
  • Ensure the item and packing process are clearly visible. 

How to Film a Valid Unboxing Video

An unboxing video is crucial for resolving disputes. Here’s how to film a valid one:

  1. Start Before Opening the Box:
    • Begin recording before you open the package. Show the condition of the box.
  2. Open the Box on Camera:
    • Film the entire process of opening the box and taking out the item.
  3. Show All Contents:
    • Display all items and accessories included in the package.

 

Unboxing Video Guidelines

  • Reference our unboxing guide for more information
  • Video must begin with the box completely sealed and unopened, with all labels uncut and in-tact.
  • State the date & time in the video, or be able to provide a timestamp of the video’s creation date/time.
  • Box must be shown in complete view of the camera at all times.
  • Before the box is opened, clearly show the labels, addresses, all tape used to seal the box, all sides of the box, and lift the box into the air to show the top & bottom.
  • Display all tape sections on the box up close to the camera to confirm the box's seal. Clearly show all tape on all sides of the box.
  • When opening the box, remove all contents on camera and open/unwrap all items in the package in the camera frame. Show the entire inside of the box.
  • Video must not have any edits or cuts, and must be the original copy with audio.
  • Pelicans or other hard foam-filled cases must be opened and shown on camera.
  • Carefully examine your item in the unboxing video to ensure there are no undisclosed damages or flaws that were not mentioned in the listing description.
  • Items found to be damaged after the unboxing video is filmed may not be eligible for a refund.

 

How to Keep Track of Order Shipment

GlassPass makes it easy to track your order shipments:

  1. In-App Tracking:
    • Go to your order screen in the app.
    • Click on the order to see the tracking status.
  2. Notifications:
    • Receive notifications when the seller ships the item and when it is out for delivery.

 

What to Do If There Are Delivery Issues on GlassPass

Item Not Received

If you have not received your item within the expected delivery timeframe:

  1. Check Tracking Information:
    • Use the tracking number provided by the seller to check the status of your shipment. Sometimes, delays can occur due to various reasons such as weather, holidays, or logistical issues.
  2. Contact the Seller:
    • If the tracking information is not updating or you have concerns, reach out to the seller via the GlassPass messaging system for clarification.
  3. Initiate a Missing Mail Request:
    • If the item is significantly delayed (beyond 14 days from the expected delivery date), the seller should initiate a missing mail request with the shipping provider.
  4. Open a Dispute:
    • If there is no resolution within 72 hours of initiating the missing mail request, open a dispute within the GlassPass app using the Dispute button on the Order Screen.

 

Lost Packages

If your package is lost in transit:

  1. Seller's Responsibility:
    • The seller should initiate a missing mail request with the shipping provider once it’s clear the package is lost.
  2. Resolution Timeframe:
    • Allow the shipping provider up to 72 hours to resolve the issue.
  3. Refund Process:
    • If unresolved, GlassPass will issue a refund to the buyer. The seller should file an insurance claim with the shipping provider.
  4. Delivered After Refund:
    • If the lost package is delivered after a refund has been issued, the buyer must repay the amount received.

Signature on Delivery

To avoid delivery issues:

  1. Optional Signature:
    • Sellers can opt for signature on delivery for added security. Buyers can request this option if concerned about delivery security.
  2. Responsibility:
    • If the seller or buyer opts out of signature on delivery, they assume responsibility in case of theft or claims of non-receipt.

Cancellations

Reference our Return, Refund, and Cancellation Policy for full details: 

Seller Cancellations

  • If you are a Seller and are unable to complete a transaction, you must notify the Buyer and cancel the transaction. If the Buyer has already submitted payment, you must issue a full refund. Contact GlassPass at support@glasspass.com so we can refund the buyer for you.
  • Repeated non-authorized cancellations by sellers may lead to temporary or permanent suspension from GlassPass. 

 

Buyer Cancellations

  • If you are a Buyer who would like to request a cancellation, please contact the Seller directly and alert GlassPass by emailing support@glasspass.com. 
  • If the cancellation is not in accordance with our Cancellation Policy, GlassPass reserves the right to retain the 2% Buyer Protection Fee as stated in the Fee Policy 
  • Repeated non-authorized cancellations by buyers may lead to temporary or permanent suspension from GlassPass.

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